Here are some guidelines to follow when responding to reviews:
- Avoid PHI: Do not include any Protected Health Information in your responses. PHI refers to any information about health status, provision of healthcare, or payment for healthcare that can be linked to an individual. This includes names, addresses, dates (birth, admission, discharge, age), phone number, email address, social security numbers, medical record details, and any other unique identifying number, characteristic or code.
- Be General: Keep your responses general and do not mention specific details about the patient's condition or treatment.
- Be Professional and Courteous: Always maintain a professional and courteous tone, even if the review is negative.
- Acknowledge Feedback: Thank the patient for their feedback and acknowledge their experience.
- Offer Further Assistance: Encourage the patient to contact your office directly for further assistance or to discuss their concerns in more detail.
- Stay Positive: Focus on positive aspects and express your commitment to providing the best care.
- Follow Up Internally: If a review highlights a specific issue, ensure it is followed up internally to improve your services.
Sample Negative Review:
"I had a terrible experience during my last telehealth appointment. The connection was poor, and the provider seemed distracted and rushed. I felt like my concerns were not taken seriously, and I ended the call feeling frustrated and unheard."
Sample Reply:
"Thank you for your feedback. We're sorry to hear about your experience. We strive to provide the best care possible. In order to maintain privacy and confidentiality standards, we are unable to address sensitive concerns through public platforms. We kindly request that you contact our office directly so we can assist you further. Thank you for your cooperation."